Customer Service Consultant

2 weeks ago

Galashiels, United Kingdom Crabtree & Crabtree Full time

**ABOUT CRABTREE & CRABTREE**

We are passionate about staycations, fabulous holiday homes and exceptional, friendly service. We’re all about matching the most authentic, beautiful, and sought-after properties with the most discerning holiday makers.

Dedicated to finding and opening the doors to some of the most remarkable houses in Great Britain, we’ve slowly grown our portfolio of exclusive holiday homes to comprise over 300 unique and inspiring properties across Northumberland, the Scottish Borders, the Lothians and Yorkshire. From wisteria-bestrewn cottages and grand manor houses to a stylishly converted cowshed, each has been carefully handpicked for its stunning location, unusual architecture, remarkable history or beautiful interiors.

The calibre of our property portfolio is matched only by the uniquely thoughtful, personal and comprehensive service that we offer to both our homeowners and guests. From sharing local recommendations and insider tips to ensuring our holiday homes are homely, welcoming and in tip-top condition, we pride ourselves on going the extra mile to guarantee that every C&C holiday is one to remember.

**ABOUT THE ROLE**

Reporting to the Operations Manager, the Customer Service Consultant provides on-holiday and post-holiday guests with advice and support to ensure that they get the very best experience from holidaying with Crabtree & Crabtree. Dealing with queries, issues and complaints raised by guests whilst on holiday and guest feedback and owner damage claims post-holiday, the CSC is pivotal in developing and maintaining excellent customer relationships to ensure guest retention.

We are currently looking for a full time (Monday to Friday 9am - 5pm) and a weekend (Saturday and Sunday 10am - 4pm) Customer Services Consultant. This is an office-based role in Kelso.

**Providing first class customer service**
- Providing support for guests who are on holiday, providing property specific or local area information, including C&C Experiences, to ensure that guests get the very best experience.
- Handling guest issues and complaints in an appropriate manner, reaching a resolution as quickly as possible.
- Relaying any property related issues to the homeowner or manager so that they can liaise with appropriate tradesmen to arrange for the issue to be resolved as quickly as possible.
- Updating the guest with arrangements that have been made to resolve the issue along with a timescale for completion. Carrying out courtesy follow up calls 12 - 24 hours later to ensure customer satisfaction.
- Liaising with homeowners to agree compensation and handling compensation claims and vouchers as required.
- Keeping a record of any calls taken and ongoing issues on the system and updating when resolved.
- Processing guest feedback by acknowledging and responding to guest comments within 24 hours of receipt, logging the feedback and conveying all key points to the Property Team for actioning.
- Informing homeowners of all positive or negative feedback received about their properties so that they can work with their Property Managers to make changes as required.
- Dealing with reports of lost property, liaising with the guest, owner and housekeeping team in order to retrieve and return items in a timely manner.
- Handling property damage claims made by owners, mediating between guest and homeowner to negotiate a fair outcome within 48 hours. Processing damage claim payments.
- Working alongside the Property Consultants to support them during busy booking periods and at other times when cover is required.

**Strategy and reporting**
- Working closely with the Operations Manager and Head of Property to develop strategies for dealing with complex guest complaints to minimise guest compensation payouts.
- Responsible for minimising guest complaints, providing first class customer service by working with the Operations Manager to provide appropriate solutions before problems escalate.
- Maintaining records of any compensation or vouchers given to guests and damage claims processed to the Finance Team.
- Regularly reviewing the feedback process to improve procedures, working practices and guest and owner experience.
- Producing monthly reports for the Property Managers on critical feedback received about properties in their portfolio so that proposals can be made to owners for improvements required to maintain high standards.

**ABOUT YOU**

To be successful in this role, we are looking for someone with the following knowledge, skills and experience.

**Essential**
- Previous experience of delivering the highest levels of customer service with excellent interpersonal skills and communication skills.
- A charismatic personality with a ‘can-do’ attitude.
- Excellent attention to detail, with strong organisational and time management skills.
- Experience of analysing data and identifying patterns.
- Solutions oriented, with intuitive problem solving and analytical abilities.
- Ability to multi-

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